Service level agreements: measuring cost and quality in service relationships
Material type: TextPublication details: London: Chapman & Hall, 1993Description: 126pISBN:- 0412542404 (hbk.)
Item type | Current library | Call number | Copy number | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|
Book | Mindef Library & Info Centre On-Shelf | 658.4013 HIL (Browse shelf(Opens below)) | 1 | Available | 0014165 |
Describes how to manage the service relationship between provider and customer. A service level agreement defines the service that the customer can expect. Such agreements are appropriate to all in-house corporate services as well as externally provided services where formal contracts do not define service quality. Gives practical advice on implementing SLAs together with checklists and examples.
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